How Keiki Cut FRT by 97% & Reduced Refund Rates by 10% with EverHelp
SaaS Platform Keiki
Keiki is an edutainment app for toddlers and preschoolers aged 2–8, built around the idea that the best learning happens through play. Developed in collaboration with early education experts, it offers 500+ games, 1500 interactive activities, colorful worksheets, bedtime stories, and drawing activities covering reading, math, ABC, shapes, colors, and life skills. The app is 100% ad-free, kidSAFE certified, and a Mom's Choice Award winner – making it a screen time option parents can actually feel good about.
Who’s EverHelp?
EverHelp is an industry-leading provider that combines human + AI efforts to deliver custom support outsourcing services. Since our founding in 2021, we have scaled from 5 employees to 1,000+ agents across 4 continents and have worked with over 100 clients. But great support today isn't just about people, but about pairing the right humans with the right technology.
That's why we combine our expert agents with Evly, our proprietary AI customer service agent built on everything we've learned about delivering exceptional customer experiences. The result? A seamlessly blended human + AI support model that helps our clients:
- Deliver quick email responses in under 10 minutes
- Offer a true round-the-clock experience with 24/7 support
- Achieve 83%+ CSAT scores
- Resolve 97% of disputes
The Challenge: Support Demand That Has Outgrown Its Capacity
Before they reached out to Everhelp, Keiki's support setup had outgrown its capacity. When we analyzed their support system, we found that:
- One support team member was managing 560 monthly requests with no room to scale.
- First reply time averaged 5 hours, with an average response time of 8 hours.
- Full case resolution typically took 54 hours.
- No satisfaction rating system existed, making it impossible to identify where users were struggling.
The Solution: Structured Around-the-Clock Support With a Focus on Resolution Quality
The EverHelp team assessed Keiki's situation and built a support operation designed to handle growing volume while actively improving the user experience:
- 24/7 coverage – launched round-the-clock assistance to reinforce service reliability.
- Omnichannel support – expanded communication channels to include emails, widgets, and social media.
- Escalation processes – refined escalation workflows so complex issues were instantly routed to the right teams.
- Satisfaction tracking – introduced a customer satisfaction survey to identify where users faced the most friction and give Keiki a baseline to improve from.
- Performance reporting – built customized dashboards for tracking key team metrics, giving both EverHelp and Keiki full visibility into support performance.
The Results
Looking Ahead
As we have already established a solid support base for Keiki, in the future, we are planning to:
- Build a proactive communication flow around renewals and charges to cut the dispute volume that currently drives refund requests.
- Identify whether low CSAT moments cluster around specific issue types (billing, technical, onboarding), and address those at the root.
- Map the most common user journeys through support and use those patterns to improve the in-app experience.
FAQ
As EverHelp acts as a strategic partner, we constantly utilize our specialized expertise to:
- Provide CX and business recommendations for managing cancellations and refund rates, VAMP, and billing.
- Identify bottlenecks, streamline workflows, and suggest process improvements that increase team efficiency.
- Organize regular reporting and analysis to identify trends, recurring issues, and opportunities for product or service development.
At EverHelp, we don’t simply replace your in-house team. Our main goal as your outsourced partner is to bring the expertise, structure, and strong management practices that allow us both to maintain high service quality and exceed expectations across key metrics. Our mission is to ensure your customers feel the same (or an even higher) level of care as they would with in-house support, while your business gains measurable value, scalability, and performance improvements.
We build clear reporting and communication systems that allow us to stay fully informed about all the ongoing support processes through:
- dashboards with key metrics
- performance reports with insights
- regular sync-calls with actionable updates and risk flags
- immediate escalation in case of critical issues or SLA risks
After all, our role as your partner is to proactively provide you with information on trends, flag potential risks, and suggest service improvements before they become real issues.
Measurable improvements in CSAT are typically seen within the first 1–2 months after we take over. Our teams follow proven onboarding and training processes, ensuring agents quickly understand your product, tone, and customer expectations. We implement data-driven quality monitoring from day one, identifying gaps and proactively coaching agents. In many cases, clients report noticeable CSAT gains even in the first few weeks, with steady growth as the team fully ramps up.
It usually takes around 4 weeks to get the Everhelp team up and running, and requires almost no time from your internal team. We handle the bulk of onboarding and knowledge transfer ourselves, covering all key steps of the process:
- kickoff& alignment
- integration
- knowledge transfer
- shadowing & ramp-up
In practice, your team’s involvement is limited to critical guidance and approvals, while Everhelp drives the day-to-day ramp-up.
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